Política de envío
Shipping Policy
Shipping overview
- Ships from: Shanghai, China
- Processing time: Usually 1–2 business days
- Estimated delivery: Usually 7–15 business days after dispatch
- Free standard shipping: Orders over $45 USD
Order processing
Orders are normally processed after payment confirmation and dispatched from our Shanghai fulfillment location within 1–2 business days, excluding weekends and public holidays.
Processing may take longer during product launches, promotional events, high-volume periods, public holidays, or when additional payment, fraud-prevention, or address verification is required.
Processing time is separate from shipping time. The estimated delivery period begins after the order has been dispatched.
Shipping destinations and charges
Available shipping methods and charges are displayed at checkout based on the products in your order and the destination address.
Orders over $45 USD qualify for free standard shipping where that shipping option is available. We may restrict shipping to certain products, countries, regions, PO boxes, military addresses, remote destinations, or locations that cannot be reliably served.
If no shipping method is displayed after you enter your complete address at checkout, we are currently unable to ship the order to that destination.
Estimated delivery time
Standard international delivery normally takes 7–15 business days after dispatch.
Delivery estimates are provided for reference and are not guaranteed delivery dates. Actual delivery time may vary depending on the destination, customs processing, carrier operations, public holidays, severe weather, local delivery conditions, remote locations, incorrect addresses, and other events outside our reasonable control.
An order is not considered lost solely because it has exceeded the estimated delivery period or tracking has temporarily stopped updating.
Order changes and cancellations
If you need to cancel an order or change an item or delivery address, contact us within 12 hours after placing the order.
We will make reasonable efforts to accommodate your request, but changes and cancellations cannot be guaranteed once the order has entered processing, been packed, or been dispatched.
After an order has been dispatched, we cannot change its delivery address or cancel the shipment.
Address accuracy
Customers are responsible for providing a complete and accurate recipient name, street address, apartment or unit number, city, state or province, postal code, country, telephone number, and any other information required for delivery.
Ourbella is not responsible for delays, failed delivery, loss, or return caused by incorrect or incomplete information supplied by the customer.
If you notice an address error, contact us immediately at contact@ourbellacosmetics.com. We cannot guarantee that an address can be corrected after the order has entered processing.
If a parcel is returned because of an incorrect or incomplete address, failed delivery attempt, refusal, or failure to collect it, the customer may request reshipment at their own cost.
If a refund is available instead, the eligible refund may be reduced by the actual original shipping cost, return shipping cost, customs charges, carrier fees, storage fees, and handling costs incurred, including where the original order qualified for free shipping.
Tracking information
When tracking information becomes available, it will be sent to the email address used at checkout.
Tracking may take up to 72 hours after dispatch to display its first carrier update. A delay in the first tracking update does not necessarily mean that the parcel has not been shipped.
You can also review available order information through My Account.
Split shipments
Products from the same order may occasionally be shipped separately because of product availability, packaging requirements, or fulfillment arrangements.
If an order is split into multiple shipments, you may receive more than one tracking number, and the parcels may arrive on different dates.
Customs, duties, and import charges
International orders may be subject to import duties, taxes, customs fees, brokerage charges, or other charges imposed by the destination country.
These charges are determined by local authorities and are the recipient's responsibility. Ourbella cannot determine, collect, or guarantee the amount of these charges before delivery unless they are expressly included at checkout.
Customers are responsible for completing any customs or delivery procedures required by local authorities or the carrier.
Refused, unclaimed, or returned parcels
Orders refused, abandoned, or left unclaimed because the recipient does not pay applicable import charges or complete required customs or delivery procedures do not qualify for an immediate refund.
If the parcel is returned to us in acceptable condition, any eligible refund may be reduced by the actual original shipping cost, return shipping cost, customs charges, storage fees, carrier fees, payment fees, and other costs incurred.
If a parcel is destroyed, abandoned, confiscated, or otherwise not returned to us, a refund may not be available except where applicable law requires otherwise.
Delayed parcels
Customs inspections, carrier handovers, public holidays, severe weather, transportation disruption, and local delivery conditions may temporarily delay tracking updates or delivery.
If tracking has not updated for an extended period, contact us at contact@ourbellacosmetics.com with your order number. We may ask the carrier to investigate.
The investigation period varies by carrier and destination. A refund or replacement cannot be issued solely because tracking is temporarily delayed while a carrier investigation is in progress.
Tracking shows delivered, but the parcel is missing
If tracking shows that your parcel was delivered but you cannot locate it, please:
- Confirm that the delivery address on your order is correct.
- Check your mailbox, entrance, porch, reception desk, building management, safe places, household members, and neighbors.
- Wait up to 3 business days, because some carriers mark parcels as delivered shortly before final delivery.
- Contact the local carrier and obtain a case or inquiry number.
- Contact us with your order number, carrier case number, and written confirmation that the parcel was not received.
A delivered tracking status does not automatically qualify an order for an immediate refund. We may review proof of delivery, delivery location, carrier records, order history, and other relevant information.
If the investigation reasonably indicates that delivery was unsuccessful, we may offer a replacement, reshipment, refund, or another reasonable resolution depending on the circumstances.
Confirmed loss in transit
If a carrier confirms that a parcel was lost before delivery, Ourbella may offer reshipment or a refund, depending on the circumstances and product availability.
The investigation period varies by carrier and destination. The same order cannot receive both a replacement and a refund for the same loss.
Contact us
For shipping questions, address corrections, or delivery assistance, contact:
Please include your order number when contacting us. We normally respond within 1–2 business days, Monday through Friday, excluding public holidays.
For return eligibility, damaged products, incorrect products, missing items, and refund information, please review our Shipping & Returns page and Return & Refund Policy.
